Frequently asked questions


Privacy policy


©2019 Modal Limited

Company number 09957136

*figures are as at 5 November 2019


Frequently asked questions (FAQs)

I can't sign into the app. What should I do?

Please try restarting your phone and trying again. If the issue persists, contact us at

How much time will it take for my claim to be processed?

Train operators aim to respond to claims within 20 working days, however during normal periods they should take 5-10 working days or less. We’ll send you a notification when we know the outcome.


What happens if the app misses a delay?

You can submit a missing claim, either using the ‘missing claim’ feature or by adding a claim to an existing journey.

What happens if my claim is successful?

We’ll send you a notification, then send the refund to your bank account after the train operator has processed the refund payment. Train operators may take 5-10 working days to process payments after a claim has been approved. The refund will appear on your bank statement from South Western Railway, or as 'Rail refund' from Modal Limited.

What happens if my claim is declined?

We’ll send you an email notification. If you’d like to appeal the decision, please reply to let us know or appeal directly using the details provided in our email.

Why do you currently charge zero fees?

This our way of saying thanks to you, an early adopter, who may experience issues with the beta app from time to time.

Do you plan to charge fees in future?


Yes, we’ll charge a small fee for each successful claim. We’ll use this money to pay for the cost of running and improving our service.

Why can only South Western Railway season ticket holders make claims?

We’re building an automated service, which takes a lot of time and effort. As a small team, unfortunately we need to focus on a single operator and ticket type for now.

What season ticket durations and formats do you accept?

We accept all durations of season tickets (yearly, monthly and weekly) and all formats (paper, Smartcard, Oyster).

Will you expand to other train operators?


Yes, after we achieve a high number of South Western Railway users. To increase the chance of us expanding to your train operator next, please register your interest in the app.

When do you plan to release on Android?

Late 2019 or early 2020. To support an earlier release, please register your interest in the app.

How do you identify journeys and claims?

We collect location and motion data from your mobile phone and compare this to train running times.

How do you use my location and motion data?

We only use your location and motion data to identify your regular train journeys and delays. For further information about our use of data, please see our Privacy policy

Do you have other questions?

Please contact us at